Imdex Technology USA LLC is hiring an IT Support Officer to support end-users across the organization in San Luis Obispo, CA. In this onsite role, you’ll help resolve hardware and software issues through timely troubleshooting, diagnosis, and service request management while keeping ICT operational environments aligned with security policies.
Working at Level 1 and Level 2, you’ll be a key point of contact for incident resolution and day-to-day support across Imdex solutions, using structured problem-solving and clear communication to keep customers informed and supported.
What you’ll do
- Provide Level 1 and Level 2 technical support across all IMDEX solutions listed in the Service Catalogue.
- Manage incidents and service requests to meet or exceed internal and external customer expectations.
- Securely maintain ICT operational and physical environments in line with corporate security policies, standards, and work practices.
- Monitor, diagnose, and fix technology issues with guidance, without constant supervision.
- Analyze data trends with guidance and support reporting to help guide decision-making.
- Handle intermediate customer interactions where users may be frustrated or unhappy, while maintaining a positive experience.
- Use a systematic process to solve technical problems by identifying the issue and selecting appropriate solutions.
- Challenge peers or superiors when needed, discussing consequences of unacceptable behavior and suggesting alternative solutions.
- Deliver on commitments, take accountability when things go wrong, and contribute ideas for improvement.
- Call out poor behavior respectfully and constructively at all levels of the organization.
- Build partnerships and collaborate with others to achieve shared objectives.
- Listen actively and separate the person from the problem to stay objective during discussions.
- Seek and provide regular feedback to support learning and growth.
- Take reasonable care for self and others, and comply with relevant legislative requirements and IMDEX Quality, Health, Safety and Environment (QHSE) policies and procedures.
- Wear, use, and maintain provided Personal Protective Equipment (PPE) and report unsafe practices or conditions.
- Contribute to identifying risks and compliance requirements within the scope of work.
- Apply risk management and regulatory compliance processes to work within your scope.
- Model positive risk and compliance behaviors within your area of responsibility.
Qualifications
- Tertiary qualifications in Computer Science, Computer Systems, IT, or a closely related field.
- Strong ability to document technical processes with attention to detail and clear presentation.
- Experience providing 1st and 2nd level product and technical support.
- Excellent written and verbal communication skills.
- General ICT network management experience (for example, DNS, DHCP, VPN).
- Ability to resolve hardware and software faults.
- Well-developed interpersonal skills and the ability to work under pressure.
- Experience using remote support tools.
- Professional, engaging, customer-facing skills.
- 6+ months of experience in software and/or technical support for web, mobile, cloud, or desktop systems.
- Experience in a Service Desk environment and ITIL support processes.
- Experience with mobile platform support including iOS and Android.
- Positive attitude and strong work ethic.
Technologies you may work with
- DNS, DHCP, VPN
- Remote support tools
- ITIL
- iOS, Android
- MS Office 365, Outlook, Office
- Active Directory
- LAN/WAN
- Cisco Phone Systems
- VMware, Hyper-V
- Microsoft Azure
- Web, Mobile, Cloud, Desktop systems
Desirable experience
- Experience in the mining technology industry.
- Strong technical knowledge of MS Office 365 (including Outlook, Office, and Active Directory).
- Experience with LAN/WAN diagnostics and working with Cisco Phone Systems.
- Experience and knowledge of VMware and Hyper-V (highly desirable).
- Knowledge of Microsoft Azure.
Role context and team values
Imdex emphasizes reducing environmental impact, embracing flexible thinking, and serving customers globally through diverse teams and inclusive decision-making. The role also reflects a culture of staying curious, challenging the status quo, and improving customer experiences through collaboration, ownership, and shared learning across departments and borders.
Location: San Luis Obispo, CA (onsite)
Pay: USD 35 - 45 per hour
